A S.U.C.C.E.S.S. hiring program

By Suzanne Westover

VANCOUVER—As the labour crunch continues to squeeze BC’s tourism and hospitality industry, many employers are discovering the need to get creative. And while finding and keeping the right people may be challenging, one particularly innovative organization has stepped in to fill the breach.

S.U.C.C.E.S.S. is a non-profit agency with six offices in the Metro Vancouver area mandated to help new immigrants integrate more smoothly into Canadian society. Holiday Inn, Denny’s, Whitespot and Sandman Hotels have all used the agency’s services.

“Employment is one of our five primary focus areas,” explains Craig Woods, a program manager with S.U.C.C.E.S.S.  “We help employers and new immigrants overcome common hurdles like language barriers, credential recognition and lack of Canadian work experience.”

The need for programs like S.U.C.C.E.S.S. stems from the unfortunate reality that immigrants to this country have traditionally been under-employed. And yet, ironically, many hospitality industry employers are actively recruiting foreign workers to fill positions in their hotels and restaurants – despite the cumbersome red tape that is often involved.

Woods says there is a common misunderstanding by employers. “Many people think that immigrants are foreign-trained workers brought in from overseas [to fill positions]. They often don’t realize that there is currently a pool of untapped labour right here.”

And S.U.C.C.E.S.S. could just be the ideal match-maker required to broker a lasting employment solution for both new Canadian residents and Western Canada’s booming tourism and hospitality industry.

“Immigrants to this country bring a host of skills that are particularly relevant to this industry,” says Woods, who highlights qualities such as multilingualism, sensitivity to cultural differences, loyalty and dedication.  Woods also notes that “in order to simply gain entry to Canada, immigrants have to display a certain level of professionalism.”

David Goguen, hotel manager at the Holiday Inn Vancouver Centre, agrees. “I’ve been involved with S.U.C.C.E.S.S. for five years or more. These [new immigrants] are some of the hardest working people I’ve ever known,” says Goguen, who employs immigrants in positions ranging from electricians in the maintenance department to housekeepers and kitchen staff.

Recognition of new immigrants as a potentially valuable labour source is particularly imperative given the fact that BC’s tourism industry is expected to require some 84,000 new workers within the next ten years.

“We just can’t afford to miss the boat when it comes to capitalizing on this ready and willing pool of workers,” says Goguen, who is so passionate about the importance of embracing the new immigrant community that he frequently speaks out at forums and gives presentations to educate others on this untapped labour source.

And while the six S.U.C.C.E.S.S. Employment Services (SES) offices are based in the Metro Vancouver area, Woods points out that the agency’s innovative 5-Step Solution (www.5stepsolution.ca) is a web-initiative that can be accessed remotely. 

The easy to follow program demonstrates how to engage both high and low skilled immigrants; it bridges the gap by teaching employers not only how to effectively recruit, but also how to train and integrate new Canadians into their workplace.

“It’s the little things that make people feel valued. We celebrate diverse holidays and take the time to learn their life stories,” says Gougen, whose inclusive attitude has paid dividends.
“We have such a wonderful, loyal group of employees, and many have been promoted over the years.”

In a bid to encourage inclusive employers like Gougen and the Holiday Inn Vancouver Centre, the 5-Step Solution web portal offers a range of tools and resources, including tips on how to network in diverse ethnic communities, recognize international credentials and conduct cross-cultural interviews, as well as information about the importance of providing language training and mentorship to ensure success.

Woods sums up the program quite simply. “Really, it’s just a case of employers learning the same skills that we ask of our immigrants: good communication, cross-cultural sensibility and an open attitude.”